Lookers - Mercedes-Benz of Stoke Avis 158

Strongly recommend Lookers Mercedes Benz in Stoke. Every interaction I’ve had with the garage has been fantastic. Noticeable difference compared to others in the area.

Given Mercedes is a prestige car brand their customer service wasn't! Car was booked in for a service and MOT. The Service Technician who took the car key from us couldn't leave the reception area quick enough! There were a couple of additional things which we asked if he could have a look at but he clearly wasn't interested and was half-way back to the service area before we had completed talking to him - just rude in my opinion. The additional points weren't looked at, as they 'didn't have time' even though the car was booked in for a MOT which didn't happen, so this time could have been used. When collecting the car, the lady on reception looked quite disgruntled as we had interrupted a conversation with a colleague which she quickly returned back to. Waited a while, even though we had been told the car was ready, as apparently the Service Technician could be located! The only person who did portrary a good customer service was the lady who eventually handed us back the key's - very apologetic and didn't want us to wait any longer. After a service previously, the car had been cleaned and hoovered - it had been 'rinsed' but definitely not cleaned and the hoovering clearly didn't include the boot, even though it was empty. Wouldn't recommend and, to be honest, definitely felt like an 'inconvenience'. Have always bought Mercedes previously but will be looking at other car brands when we change the car next time as the customer service at Lookers in Stoke deteriorates each time we take it!

Service and MoT, fast and efficient service as always. Picked up, dropped off and delivered back cleaned.

Dropped my car off at 9.35. I wasn't asked when I required the MOT to be completed.
Rang at 12.40. My car hadn't even gone into the garage.
I asked when it would be completed by. Advised between 3.30 and 4pm and they would ring ne when completed.
As I hadn't had a call by 4.30 I rang again and was advised that they had sent me a text - which they had, but im busy and was expecting a call.
So hit rush hour traffic.
I also think that the decision not to wash/clean cars that are worked on should be relooked at.

This was the first visit to have my motability vehicle serviced and I was most impressed. There was a ramp alongside the steps to the service area and a good choice of seating. A wide range of hot drinks were on offer alongside cool water. Receptionist was friendly and the chap that came to me to explain the outcome was professional and courteous. I noticed that my vehicle had been cleaned inside and out … which was a lovely surprise!
Would highly recommend.

Very helpful kept me well informed. All the staff are very polite. Makes for a hassle free service.

Timely assistance and appointments.
4* review as I did inform Lookers before the service that I had intermittent issue with brake assist function. This has recurred since the service but as not showing DURING service perhaps this should be forgiven to some degree.
Otherwise all information and feedback from Lookers about progress and outcome of work done was excellent.

At last Mercedes were giving a good discount on new cars. The staff at the Stoke branch were very helpful.
I knew what colour and model I wanted as the car was still in Germany.

The dealership and staff well deserve 5 stsrs.
My car was recovered by Mercedes Breakdown service to Mercedes Stoke after a tyre was destroyed by a deep pothole on the third world road network of England.
The dealership dealt with it brilliantly and very promptly. The sevice manager Steve was really helpful, even sending me photos to support my claim against the Highway Authority. The new tyre was competitively priced.

Nice seating area in which to wait in, staff very friendly. Treated with respect and vehicle checked over thoroughly.

Adam communicated thoroughly throughout the whole process and made us feel valued.

Probably the simplest and most straight forward car purchase Ive been involved in and Ive owned well over 30 cars over the years. Sophie was very professional , I got the right price for my trade in and the car i bought was competitively priced . There were a couple of issues post collection but Sophie resolved them quickly and without fuss. Top marks, and the car looks incredible .

A real commitment by the sales manager to keep me in the loop while awaiting my car. Providing me with a hood video of my car when it arrived

Took my car to a garage who gave a full service, change of oil, filters etc but they couldn’t fix the issue which warning light was on for, so I got vehicle recovered, winched on to trailer not driven, winched off at the other end, Mercedes kept it for a few days then told me it was air mass filter, total bill over 1500. They gave the car back to me, all ok I was told, I drove it 20 miles and warning light came on again, straight back to them.
4 days later I was told the air mass filter had let fuel into oil tank.
Further bill of just under700 to diagnose the issue. Caused by the air mass filter they had just replaced, the car had just had a change of oil and not driven by anyone but them.
I spoke to the general manager Chris who told me I should be grateful as the. 700 for diagnosis was 40% less than it should have been, lucky me!
So the car had new oil, not driven at all, new air mass filter by Mercedes, released to me cost 1547, driven 20 miles light in again, 4 days to find the issue, that will be 700 charge for us to find the issue!
What was the issue, the air mass filter they had supplied and fitted was letting fuel into the oil, total charges 2200 of which 1150 was on diagnosis, 700 to find a fault with the part they had fitted, but I should be grateful as they could of charged me an extra 590 for diagnosis.
Lucky me.

As you would expect the staff were very happy and helpful to assist, my issue was dealt with why I waited.

Being using Lookers Mercedes for a number of years. The staff and technicians are fantastic and always go that extra mile to help. Would 💯 recommend this Dealership.

From collection to delivery we found the staff punctual, professional, friendly and helpful. Excellent communication! We are extremely happy with the Service Department.

Car not as described via remote sale, sales manager un helpful. AVOID

From the moment I walked into reception I was given excellent service. I was looked after by Clare who made sure my wait was comfortable. The service was completed and my car returned to me in a clean condition. I would highly recommend Mercedes in Cobridge.

I had a courtesy call the day before just as a reminder that I hadnt forgot the service was due which was good. On the day of our service they were extremely busy so there wasn't much room for parking at all, the receptionist was really friendly & helpful, there were plenty of comfy chairs in the waiting area & hot drinks available aswell. I didn't have to wait too long for the service to be completed , I was sent an informative video of the service which was very good so overall a happy customer.